Front Office Manager

2 weeks ago

Cape Town, Western Cape, South Africa HotelJobs Full time

Kendrick Recruitment is searching for the next Front Office Manager of a reputable 4* Hotel in the heart of Cape Town.

Reach out and share your CV with me if this sounds like you:

Responsibilities:

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Guest Relations: Oversee all aspects of guest services to ensure an exceptional experience for all visitors. Address guest inquiries, concerns, and special requests promptly and professionally.
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Team Leadership: Lead and motivate the front office team, including receptionists, concierge staff, and porters. Provide guidance, training, and performance feedback to ensure high standards of service delivery.
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Operations Management: Supervise daily operations of the front office department, including check-in/check-out procedures, room assignments, and billing processes. Maintain efficient workflows to optimize guest satisfaction and staff productivity.
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Reservation Management: Monitor reservation systems and ensure accurate and timely processing of bookings. Coordinate with other departments to accommodate guest preferences and special requests.
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Revenue Optimization: Implement strategies to maximize revenue through upselling, room upgrades, and promotional packages. Monitor occupancy levels and adjust pricing strategies accordingly to achieve financial targets.
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Quality Assurance: Enforce quality standards and procedures to maintain a clean, safe, and welcoming environment for guests. Conduct regular inspections of guest rooms and public areas to ensure compliance with cleanliness and maintenance standards.
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Budget Management: Assist in the preparation of departmental budgets and financial forecasts. Monitor expenses and revenue performance to identify areas for cost savings and revenue growth opportunities.
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Training and Development: Develop and conduct training programs for front office staff to enhance their skills and knowledge. Foster a culture of continuous learning and professional development within the team.
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Problem Resolution: Handle escalated guest complaints and resolve issues effectively to ensure guest satisfaction and loyalty. Collaborate with other departments to address operational challenges and implement corrective actions.
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Reporting: Prepare regular reports on departmental performance, including occupancy rates, revenue metrics, guest satisfaction scores, and operational KPIs. Present findings to senior management and provide recommendations for improvement.

Requirements:

  • Previous experience in hotel management or front office operations, with at least 23 years in a supervisory role.
  • Bachelor's degree or diploma in Hospitality Management or related field preferred.
  • Excellent leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
  • Strong organizational and time management abilities, with attention to detail and accuracy.
  • Proficiency in hotel management software (Panstrat) and Microsoft Office suite.
  • Sound financial acumen and budget management skills.
  • Exceptional communication skills, both written and verbal.
  • Flexibility to work extended hours, weekends, and holidays as needed.
  • Commitment to delivering exceptional customer service and exceeding guest expectations.

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